Operations

Running an AI agent in production is a management job, not a configuration job. Four capabilities make it possible.

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The live trace

Open a conversation the agent is handling and watch the turn execute: the router picking an intent, a specialist running, retrieval returning, a tool being called, the composer writing. That matters most on the day you have to explain the agent’s behaviour to your customer. A window into execution can be quoted. An animation cannot.

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The reasoning trace, on purpose

Most vendors hide this. The stated reason is complexity or intellectual property; the practical effect is that you cannot tell why the agent did what it did, and you cannot argue with an invoice built on top of it. Tied shows it — per turn and per resolution:

• what was retrieved, and how strongly it scored;
• which specialist ran and what it returned;
• every action, with its arguments, its authorization, and the provider’s own transaction ID;
• why the composer said what it said;
• if it escalated, which of the seven grounds fired, and the evidence that made it fire.

Showing this is only safe because it comes with the receipt.

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The receipt

Every billed resolution carries one, and it is the enforcement mechanism for everything Tied claims about pricing.

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Taking over

One click moves a live conversation from the agent to you. The agent stops, the context is already there, and you carry on. That is the incentive Tied deliberately chose. A vendor that could bill on handoff is a vendor paid for giving up, and every incentive quietly bends toward escalating early and often.

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The quality queue

Tied credits you automatically on a negative signal, which means a bad resolution costs us money. The quality queue is how that exposure stays bounded — and it is the most useful hour of your week. It collects the cases most likely to be wrong: Working an item produces one of three outcomes: the agent was right, the agent was wrong and here is the correct answer, or the knowledge was missing and here it is. Every outcome routes into an evaluation golden set. That is what turns the queue from an apology desk into a data source — a real failure becomes a permanent regression test rather than a one-off fix.

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Reporting

The performance view reports confirmed resolutions only, with escalation and abandonment accounted for explicitly alongside rather than dropped from a denominator. Because reporting and billing share one definition, the numbers reconcile against your invoice line for line. A resolution rate that cannot be reconciled is worse than no dashboard — it becomes the thing you dispute instead of the thing that builds trust.

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